I’ve been writing about the poor quality of many modern washing machines since 2000. As a long-time repairman I’d witnessed the gradual slip between people keeping them running as long as possible to all too often throwing them away at the first breakdown – unless it could be fixed for a pittance. Since then it’s become a serious environmental issue.
The public usually gets exactly what the public wants. The majority of people don’t want more reliable washing machines – they mostly want cheaper washing machines. They might say they want more reliable washing machines, but only if they aren’t expensive, which can’t happen.
If this wasn’t true – how come hardly anyone buys a Miele compared to how many buy Indesit, Beko, Candy, Servis, Hotpoint etc? Most people know a Miele washing machine is substantially better quality and likely to last at least 2 or 3 times longer than a Hotpoint or Indesit but they won’t buy one – because they are “expensive”.
This isn’t an advert for Miele, I mention them because I don’t know of any other washing machine that is anywhere near as well built available in the UK. I use the word “expensive” reluctantly, and in quotes, because they are only relatively expensive. £800 is what a washing machine of that quality should cost these days – if not more.
They only appear expensive because other manufacturers constantly undercut the quality so much they can sell much cheaper and make them look expensive. Instead of bravely maintaining quality but seeing their washing machines rise in price, most manufacturers have found themselves constantly having to reduce quality and cut corners to keep their appliances competitively priced.
Reduced build quality
This trend has got progressively worse, to the point where they regularly redesign parts, ditching tried and tested designs in favour of cheaper new production methods designed to cut manufacturing costs.
Most appliance manufacturers have been making washing machines for many decades, and could have developed incredibly reliable ones by now. Instead, they are selling new washing machines that still suffer the same faults their previous models suffered from over 10-years ago. Instead of their appliances becoming better with time and experience, they get worse, or at best stay the same.
To be fair, it would be a very brave manufacturer to maintain standards and become a lot more expensive. But Miele seem to manage OK producing better quality but more expensive appliances. I’m sure there is room in the market for something in between the average washing machine and a Miele.
Most current washing machines are way too cheap
It might not seem as though they are cheap, but compared to what they should be if standards had been maintained they definitely are. For example, Hoover used to sell a 1200 spin 4.5Kg washing machine at over £400 in the 1990s. Yet over a dozen years later in 2008, a Hoover 1600 spin 6Kg washing machine cost as little as £211.
In 2019 Hoover’s 1400 Spin 7Kg capacity washing machine is just £234. That’s a faster spin, and much bigger drum for almost half the price compared to almost 25 years ago. Moving manufacture to cheaper countries is part of it, but these prices can only be achieved by also reducing quality and repairability.
Note: I give Hoover as an example only because I had more knowledge of their old prices as a previous Hoover Agent. All manufacturers are the same. If prices had stayed the same (not even gone up as you’d expect) then that £400 washing machine from around 1994 should cost £775.55 in 2019.
Going back further..
In 1973, a basic Hoover washing machine was £94.88, that’s equivalent to £1,192.74 in 2019! (Source Inflation calculator). Today – over 40 years later a similarly basic model but with faster spins and a bigger drum can be bought for £220. That’s equivalent to just £21.47 in 1973. So in 40 years, the price of a basic washing machine has dropped (in real terms) by nearly 80% which is absolutely staggering.
An 80% reduction in cost is impossible without reducing the quality and longevity of the product. If you want to produce a washing machine made as well as the Hoover was in 1973, (even accounting for advances in production techniques) it should cost much more like £600+ and with extra features and technical advances it should easily be £800+.
Don’t fall into the trap of thinking a more expensive appliance will last longer
Top quality, extremely well built washing machines are still available and they are every bit as reliable as they used to be – if not more so. They just usually cost between £600 and over £1000. However, do not assume an expensive washing machine has to be high build quality – are more expensive washing machines better quality?
Most manufacturers prefer to sell to the mass market in vast quantities, but it’s getting harder for them to compete on price and they’ve dug themselves into a big hole. Currently almost every washing machine available is virtually the same machine inside, with hardly any difference in quality, repairability and even design.
Summary
Consumers relentlessly batter down prices by rewarding those who can do it £5 cheaper and punishing those who can’t by not buying them. Too many consumers focus on price over quality and choose faster spins and more features over solid build quality and repair-ability. The majority of consumers swap over to cheaper brands if the one they always had goes up in price.
There’s a limit to the savings to be made by clever, innovative production methods.
Inevitably manufacturers had to resort to cutting down the length of the mains cable and the hoses, reducing the quality and sturdiness of the main casing, changing metal parts to plastic etc. and reducing the quality and repair-ability of components in order to satisfy the demand for cheap prices.
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Why do washing machines only come with a one (or, in some cases two) year warranty? Most manufacturers (if you call them and ask) will say that a washing machine should last at least 4 years (5 or 6 according to Which?), so why should I have to pay an additional £150 to get a 5 year guarantee? Why do retailers and manufacturers not stand by their products and give us consumers what they themselves state is a basic expectation of product life?
How do you build a washing machine to last a very long time (say 25 – 30 years!)? Some ideas come to mind:
Use very expensive parts.
Do not use a brush motor.
Do not use components made in China or the far East.
The parts will have to be heavy and bulky – build the washing machine “like a tank”!
Above all, it would be *VERY* expensive to buy in the first place.
Commercial washing machines for home use. Would anyone be prepared to spend at least £2000 on such a washing machine, provided it lasted 25 – 30 years and didn’t cost too much to repair if it did break down?
The ISE10 is a good compromise. It’s about £800 but with 10 years parts and labour guarantee and it’s well built. They even guarantee it for 3 years if used semi commercially such as in a pub, restaurant or hairdressers.
Miele also do machines of high quality starting at around the £600 but going much higher. To produce an acceptably well made washing machine for home use can be done (using these examples) for £600+
I personally don’t want or expect washing machines to be so well made they last 20 or 30 years and virtually never break down. As you say if the quality is too high they just aren’t viable purchases for home use.
I’d be happy if they were just well made, with parts reasonably priced to enable them to be repaired as and when to keep them running a decent amount of time such as at least 10 -15 years, which is why I am currently praising the ISE10
I have noticed that a lot of people are complaining that we live in a “throw-away” society, but this is, in part, due to manufacturers not being willing to give out warranties of decent length. Can you blame consumers for replacing products with something new when this is, quite often, the more cost-effective solution to a machine that has broken down? If a machine is more than one year old, try getting it repaired for less than a minimum of £120 (that is, of course, if it is something quite basic that needs replacing).
My washing machine is only 2-and-a-half years old, the electronic “brain” of the machine is kaput, it will cost far more than is economically viable to repair, and both the retailer and manufacturer are refusing to admit any liability whatsoever.
Sorry for the rant, but I’ve just received the letter from the retailer absolving themselves of all responsibility because I didn’t buy an extended warranty! I have decided that if I have to buy a new machine then I am going to buy the AEG which comes with 5-year parts and labour (around £420) or the ISE10 (mentioned above) which comes with 10-years (although, I’m a bit uncertain about the drop-down door which may get in the way of loading and unloading the machine).
afcwfan: The manufacturer has no legal responsibility – only a moral one. In UK consumer law the retailer is responsible. Most of them are washing their hands of any responsibility but they do have responsibility under the sales of goods act. You should read this article – EU 2 year guarantee Sales of Goods Act gives us 6 years to claim for faulty appliances
What it boils down to in your case is, has it lasted a reasonable amount of time for the money it cost and the usage it’s had? Is 2 and a half years a reasonable amount of time before a washing machine should be scrapped and replaced? Don’t expect the manufacturer or the retailer to do anything. If you believe the product has not lasted a reasonable time and they are disputing that then you need to take the retailer to the small claims court.
It shouldn’t cost much money and it should be fairly straight forward and can even be done online ( I’ve read all the consumer advice about washing machines, I’m thinking of taking them to court ) The reason the small claims court was set up is to assist the ordinary consumer if they have a dispute with big businesses.
I think I need a bit of advice from any experienced repairers out there. Would an electronic fault (something wrong with the “brain” or motherboard of the machine) be considered an “inherent” fault (as there are no moving parts to wear out)? Second question: how can I find a local engineer who is willing to write a fault report? I’ve phoned a few now and none of them want to come and look at my washing machine as soon as I mention writing a fault report. I could understand their reluctance if I wasn’t going to pay them for their time, but even with the offer of £120 they turn me down. Could someone please explain why this is. Thanks.
afcwfan: It shouldn’t matter if it’s an electronic fault or a mechanical fault. However, there could be significant difference in that with a mechanical fault a retailer might try to argue it failed due to fair wear and tear, but with an electronic part not being subject to wear it should shoot down that argument.
An inherent fault is one that was there right from the very beginning. It doesn’t have to give any symptoms right from the start though. For example, a part could fail after a few years but it could still be argued the part was inherently faulty. That doesn’t mean you can claim any failure is due to an inherent fault though, and it may not be easy to prove.
Relatively new consumer law changes have put the onus on the retailer to prove that a part was not inherently faulty at least until an appliance is six months old. In other words if a fault developed on a product that is under six months old it is assumed that the part in question was inherently faulty and you were therefore sold a faulty product. Unless the retailer can prove otherwise you should be entitled to a refund or an exchange though if you’ve had some use out of it they may try to knock off an appropriate amount. There’s another contradictory clause which says if a retailer can show it’s unreasonably expensive to replace it compared to repairing it they can refuse. Presumably this is to prevent having to replace a washing machine or other large white goods appliance for trivial faults that can be quickly and easily repaired.
If the product is over six months however, then the onus is on the customer to prove that the failure was due to an inherent fault. This as you are finding is not easy. I don’t understand why engineers should be so reluctant to write a fault report unless they are not confident enough to put their diagnosis in writing knowing it may be challenged by manufacture. If they are confident they should be just a simple matter of diagnosing a fault and writing down the exact nature of the fault. They don’t have to pass judgement one way or the other, just put down in writing what the fault is. Maybe if you try asking for a written estimate they may be less coy? At the end of the day you just need confirmation that the party is faulty, you don’t need an engineer to commit themselves to judging if this is acceptable or not.
If the main motherboard has failed, you don’t necessarily have to prove an inherent fault, you can just argue that it hasn’t lasted a reasonable time, which is also covered under the sale of goods act. The success of this argument depends of course on how long it has lasted, has it rendered the appliance beyond economical repair? How much was paid for it? What kind of use as it had? Etc. But the sale of goods act says products should last a reasonable time and therefore be of “satisfactory quality” bearing in mind the cost and usage. –
Thanks for your speedy response – the info is really helpful and has clarified a lot of confusing “soga” stuff. Much appreciated.
Reading this page again, I wonder how and why people can “afford” to buy the “latest and greatest” plasma TV’s and computers etc. but when it comes to the important purchase of a washing machine, price seems to be the top priority? However, people may foolishly buy the top of the range washing machine from a manufacturer whose build quality is shoddy on *all* their washing machines. From Washerhelp – If I buy a more expensive washing machine, do I get a better washing machine?
It’s only when a washing machine breaks down and there’s dirty washing piling up do people stop taking the washing machine for granted, until the new one is installed and running!
Seriously, buying a washing machine is a major purchase and needs consideration. If you just pick a make/model that looks pretty and is cheap, it won’t last long and is likely to annoy you with things like a noisy spin, flimsy door hinges, not stable on spin etc.
A saying comes to mind: “Buy cheap, buy many”.
Hello WMUser. I think too many people just see white goods appliances (especially washing machines) as a necessary evil and don’t like to spend too much money on them. Yet as you say, some people might spend £1000+ on a big TV but wouldn’t dream of spending £800 on a high quality washing machine.